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#ICMIchat Recap: Measuring Self-Service Success

By Erica Marois | Date Published: September 10, 2015 - Last Updated August 22, 2018 | Comments

There's no way to deny the benefits of self-service. Your customers want it, and it can save the contact center time and money.  The challenge with self-service is designing an experience that meets customer needs in an omnichannel world.

What are the components of successful self-service, and how can contact center leaders measure success and spot opportunities for improvement? Our #ICMIchat community shared advice for measuring self-service success. Check out the recap below for highlights from our conversation this week.

Have advice to share? Leave your tips in the comments below.

Join us next week (Tuesday, 1pm EST) for a chat about self-service for social customers. @SPSTechBeat will host.  Just follow and use #ICMIchat to participate in the conversation.

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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